3 posts found
12/15/2021 · 5 min read
Real agency training means scheduled practice with feedback, not information meetings. Run a thirty-minute role-play every two weeks, build a monthly training calendar tied to performance gaps, and put the manager on the hook for showing up.
05/28/2021 · 5 min read
Real coaching starts with the agent's self-assessment, moves into exploration questions instead of prescriptions, and ends with the agent naming the specific change they will make and why. Anything else is management, performance review, or cheerleading dressed up in coaching language.
04/09/2021 · 6 min read
Training is foundational because an agency without a documented curriculum, leveled materials, scheduled practice, and skills refreshers for veterans is dependent on hiring people who already know the job. A real system has a curriculum, role-play practice, and the same calendar protection as client meetings.